Assisted shopping

• US 8,849,791 B1
• Filed: 06/29/2011
• Issued: 09/30/2014
• Est. Priority Date: 06/29/2011
• Status: Expired due to Fees

• Current Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Original Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Inventors: Hertschuh, Fabien G., St-Pierre, Benoit, Ford, James L., Cier, Sean P., Hall, VI, Samuel P., Wong, Peter C.
• Primary Examiner(s): Beausoliel, Jr., Robert
• Assistant Examiner(s): Pham, Michael
• Application Number:
  US13/171,761
• Time in Patent Office: 1,189 Days
• Field of Search: 707/713
• US Class Current: 707/713
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0617 Representative agent
• CPC Class Codes: G06Q 30/0623 Item investigation
• CPC Class Codes: G06Q 30/0637 Approvals
• CPC Class Codes: G06Q 30/0641 Shopping interfaces

Abstract

Disclosed are various embodiments for facilitating an assisted shopping experience. A speech input can be captured and transcribed. The transcribed speech input can be transmitted to a customer service agent in a data session that is contemporaneous with a voice session. The customer service agent can then facilitate an assisted shopping experience via the voice session and data session.

Claims

1. A non-transitory computer-readable medium having a computer-executable program stored thereon that, when executed by a computing device, configures the computing device to perform operations comprising:

establishing a data session associated with a client device;

establishing a voice session associated with the client device;

receiving a speech input from the client device;

receiving a proximity sensor state from a proximity sensor associated with the client device, the proximity sensor state associated with a proximity of the client device to a user;

generating a search query that is based at least upon the speech input, the search query comprising a transcription of the speech input;

identifying a refined search query that is based at least upon the search query, the refined search query selected by a customer service agent and obtained from the customer service agent via a customer service agent user interface, the refined search query further being different from the search query;

transmitting at least one search result based at least upon the refined search query to the client device;

pushing at least one product detail page from the at least one computing device to the client device in response to a selection of a product by the customer service agent via the customer service agent user interface;

receiving a visual representation of content rendered on a display of the client device;

updating the customer service agent user interface with the proximity sensor state and the visual representation of the display on the client device, the visual representation comprising content rendered on the display of the client device;

generating within the customer service agent user interface, another input that would modify the content rendered on the display of the client device;

generating a preview of the modified content in the customer service agent user interface; and

pushing the other input to the client device, the other input being executed by the client device and causing the modified content to be rendered on the display of the client device.

2. The non-transitory computer-readable medium of claim 1, the operations further comprising:

pushing a purchase confirmation page associated with the product, the product being selected by the customer service agent via the customer service agent user interface and being related to the refined search query, the purchase confirmation page allowing a user to confirm a purchase of the product via a user interface displayed by the client device; and

receiving a purchase confirmation from the client device.

3. A system comprising:

a client device; and

an assisted shopping application executable in the client device, the assisted shopping application configured to cause the client device to;

capture a speech input via the client device;

transmit a request to establish a data session and a voice session with at least one computing device in response to capturing the speech input, the at least one computing device associated with a customer service agent;

initiate the voice session and the data session with the at least one computing device, the voice session facilitating discussion with a customer service agent;

receive at least one search result based at least upon a refinement by the customer service agent of the speech input captured by the client device, wherein the refinement of the speech input differs from the speech input and where the refinement is generated via a customer service agent user interface;

render the at least one search result in a user interface rendered on a display of the client device in response to selection of the refinement by the customer service agent of the speech input;

extract a proximity sensor state from a proximity sensor associated with the client device, the proximity sensor state associated with a proximity of the client device to a user; and

transmit the proximity sensor state to the at least one computing device.

4. The system of claim 3, wherein the refinement is based at least upon a transcription of the speech input.

5. The system of claim 4, wherein the refinement includes no terms from the transcription of the speech input.

6. The system of claim 3, wherein the assisted shopping application further causes the client device to:

receive a product detail page pushed from the at least one computing device in response to selection of a product by the customer service agent via the customer service agent user interface; and

render the product detail page in the display.

7. The system of claim 3, wherein the assisted shopping application further causes the client device to:

receive a purchase confirmation page pushed from the at least one computing device in response to selection of a product corresponding to the purchase confirmation page by the customer service agent via the customer service agent user interface;

receive an input from the user corresponding to a purchase confirmation via the user interface rendered on the display of the client device; and

transmit the purchase confirmation to the at least one computing device.

8. The system of claim 3, wherein the assisted shopping application further causes the client device to transmit data corresponding to a present state of a user interface rendered on the display.

9. The system of claim 3, wherein the assisted shopping application further causes the client device to:

capture at least one of an image or a video with a capture device in communication with the client device; and

transmit the at least one of the image and the video to the at least one computing device via the data session.

10. The system of claim 3, wherein the voice session and the data session are executed contemporaneously with one another.

11. The system of claim 3, wherein the assisted shopping application further causes the client device to:

receive a command from the at least one computing device to initiate purchase of at least one product in response to selection of the at least one product that is related to the refinement of the speech input by the customer service agent via the customer service user interface;

generate a purchase confirmation associated with the at least one product; and

transmit the purchase confirmation to the at least one computing device.

12. A computer-implemented method comprising:

establishing, via at least one computing device, a data session associated with a client device;

establishing, via the at least one computing device, a voice session associated with the client device, the voice session being contemporaneous with the data session;

receiving, via the at least one computing device, a speech input from the client device;

receiving, via the at least one computing device, a proximity sensor state from a proximity sensor associated with the client device, the proximity sensor state associated with a proximity of the client device to a user;

generating, via the at least one computing device, a search query that is based at least upon a transcription of the speech input;

identifying, via the at least one computing device, a refined search query that is based at least upon the search query, the refined search query being different from the transcription of the search query and being selected by a customer service agent via a customer service agent user interface in response to receiving the speech input from the client device, the customer service agent user interface including the proximity sensor state; and

transmitting, from the at least one computing device to the client device, at least one search result based at least upon the refined search query in response to selection of the at least one search result by the customer service agent via the customer service agent user interface.

13. The method of claim 12, wherein generating the search query based at least upon the speech input further comprises performing a speech recognition algorithm on the speech input, the speech recognition algorithm configured to convert the speech input to text.

14. The method of claim 12, wherein a user associated with the client device provides an input that causes content rendered on the client device to be modified, and the method further comprises:

receiving, via the at least one computing device, a representation of content rendered on a display of the client device; and

updating, via the at least one computing device, the customer service agent user interface with a visual representation of a present state of the display on the client device, the present state corresponding to the content rendered on the display of the client device.

15. The method of claim 12, further comprising:

identifying, via the at least one computing device, a user account associated with at least one of a user and the client device;

retrieving, via the at least one computing device, at least one of a purchase history and a search history associated with the user account; and

generating, via the at least one computing device, at least one product recommendation based at least upon the at least one of a purchase history and a search history.

16. The method of claim 15, further comprising pushing the at least one product recommendation to the client device in response to selection of the at least one product recommendation by the customer service agent via the customer service agent user interface.

17. The method of claim 14, further comprising:

generating, via the at least one computing device, another input that would cause content rendered on the client device to be modified in response to selection of the other input by the customer service agent via the customer service agent user interface;

generating, via the at least one computing device, a preview of the modified content in the customer service agent user interface; and

pushing, via the at least one computing device, the other input to the client device.

18. The method of claim 12, further comprising pushing, via the at least one computing device, a content page to the client device via the data session, the content page being selected by the customer service agent via the customer service agent user interface.

19. The method of claim 18, wherein the content page further comprises a product detail page associated with a product that is related to the speech input.

20. The method of claim 18, wherein the content page further comprises a purchase confirmation page associated with a product, the purchase confirmation page allowing a user to confirm a purchase of the product.

21. The method of claim 20, further comprising receiving, from the client device, a purchase confirmation associated with corresponding to the purchase confirmation page, the purchase confirmation associated with a user confirmation of a purchase of the product via a user input on the client device.